Principal Community Specialist

The Community team’s mission is to nurture an inclusive platform for inspiration, strategic advice, and meaningful collaboration. Community offers peer to peer learning and a direct connection to Klaviyo experts to enable brand growth. Community is the space to learn from others and actively participate in the Klaviyo ecosystem. The Principal Community Specialist will help lead operations behind the Community team and act as a moderator in the Klaviyo Community. They will oversee the  promotion and creation of content and help manage our user groups and programs. They are responsible for building strategies to engage new and existing users and developing scalable processes for content creation and moderation. The ideal candidate will be well-versed in defining performance metrics and measuring success. They will also have a keen understanding of project management best practices and be able to mentor others through those processes. The person in this role will also be responsible for owning and managing their own content categories and user groups. This includes answering questions posed by community users and offering both technical and strategic guidance to help them achieve their marketing goals.

How You'll Make a Difference:

Lead projects develop scalable processes for project and  program management

• Project manage impactful improvements in the Community to drive success.
• Develop processes for creating and managing special projects and programs
• Upskill and mentor your teammates on best practices for program management

Build winning strategies for community content and initiatives and monitor success across all offerings.

• Provide input on topics that should be added to the forum to help fill a void in a product area, or to help better clarify a feature for customers.
• Share insights and feedback from customers to internal teams and work cross-functionally to develop solutions.
• Identify areas of opportunity for internal and external SMEs to share ideas
• Foster in-person and virtual connections through VIP, industry, and influencer engagement strategies and identify strategic ways to engage with these users.

Become a valued member of the Klaviyo Community and support our users with timely responses and engaging content / posts

• Become proficient with InSided, our forum software tool, in order to schedule posts to reflect curated content calendar on a weekly and monthly cadence.
• Contribute to a shared goal of increasing the peer response rate and customer self service score. 

Ensure quality across community posts

• Serve as the quality assurance lead for Community Specialist replies.
• Monitor posts on the community platform daily, and ensure that all discussions and comments are responded to in a timely manner with clear and concise resolutions

About You:

• You bring a customer-first mindset to everything you do. 
• You have excellent communication skills, especially in a written format 
• You have a background in marketing and/or customer marketing strategies 
• You’re a strong networker, both internally and externally
• You have experience working cross-functionally and can manage stakeholders
• You’re a highly empathetic individual that is eager to help solve problems
• You can think through problems and develop creative solutions. 
• You can easily learn new technologies and softwares 
• You have experience working directly with customers. 
• You’re adaptable towards shifting team priorities, and enjoy collaborating